Returns & Exchanges

Exchange and Return Policy in the Idilia Online Store

You may exchange or return an item within 14 days of purchase. This right is guaranteed by the Law of Ukraine “On Consumer Protection”.

To return or exchange goods delivered by “Nova Poshta”, please contact the nearest branch of this delivery service.

The item must be shipped to the following address:

If There Is a Problem With Your Order

Noticed an issue with your order? Perhaps we accidentally added an extra item or it was damaged during delivery. Please describe the problem in detail and we will offer the best solution.

If you discover damage after receiving the order, briefly describe the situation, attach photos or video, and include the order number and item SKU. Send it to the following email: uaposuda@m.interpipe.biz.

Before sending the item for exchange or return, please ensure that:

• the item has not been used and shows no signs of wear: scratches, scuffs, dirt, etc.;
• the item is fully complete, and the packaging integrity is preserved;
• all labels and manufacturer markings are intact.

Return or Exchange of Goods of Improper Quality

Article 8. According to the Law of Ukraine “On Consumer Protection”, the consumer, upon discovering a defect within the warranty period, has the right to demand:

1. a proportional reduction in price;
2. free elimination of defects within a reasonable time;
3. reimbursement of expenses for eliminating defects.

In the case of discovering significant defects within the warranty period caused by the manufacturer (seller, provider) or confirmed falsification of the product, the consumer may request:

1. termination of the purchase contract and refund of the full amount paid;
2. replacement of the item with the same or an equivalent one available from the seller.

The consumer’s claims cannot be satisfied if the seller or manufacturer proves that the defects occurred due to improper use or storage of the product. The consumer has the right to participate in the quality inspection personally or through a representative.

Exchange or Return in the Idilia Online Store

To exchange or return goods, please ensure that all conditions for the return procedure are met (according to the Law “On Consumer Protection”):

• the item has not been used and is not damaged;
• the original packaging is preserved in good condition;
• all receipts and labels are intact;
• the cost of return shipping is covered by the seller (in cases of defect or store error);
• a completed return request form is provided.

We will exchange the purchased item or issue a refund in the following cases:

Factory Defect

If you discover a defect, please notify us and do not use the item. If an identical product is available, we will replace it within a few days. If not, we will provide a refund. In case of a manufacturing defect, all delivery costs are covered by us.

Store Error

According to the Law “On Consumer Protection”, if the received product does not match the order, you may request a replacement or a refund. Please do not use the item and contact us. We will replace the product or refund your payment. All shipping costs in this case are covered by us.

To initiate an exchange or return, please contact the manager of the Idilia online store. Phone numbers are available in the “Contacts” section.

Exchange of Goods of Proper Quality (Article 9)

The consumer has the right to exchange a non-food product of proper quality for a similar one if it does not suit them in form, size, style, color, dimensions, or other characteristics.

The exchange is possible if the item has not been used, the product’s appearance and consumer properties are preserved, labels are intact, and the purchase receipt is available.

If a similar item is not in stock at the moment of exchange, the consumer may choose another item with price adjustment, terminate the purchase contract and receive a refund, or wait for the item to become available again.

When terminating the purchase contract, refunds are issued based on the item’s price at the time of purchase. The refund is processed on the day of contract termination, or, if impossible, within an agreed period but no later than seven days.

Please note: when returning an item of proper quality, the customer covers all shipping costs.

Refunds to Customers

To receive a refund, the customer must provide the following documents:

• a copy of the passport;
• a copy of the taxpayer identification number;
• a bank certificate confirming the opening of an IBAN account;
• a free-form written statement describing the reason for the refund (full name, order number, purchase date, item list, reason).

Refunds are issued on the last day of the current month after receiving the returned item and verifying its compliance with return conditions.